End to End Solution Support Expert

📣 إعلان

منذ 6 ساعات تقريباً

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About the Role

Ericsson is seeking an End to End Solution Support Expert to join its Networks organization in Riyadh. This full-time leadership role combines deep technical expertise with the authority to direct technical teams during critical incidents, major escalations, and network crises. The expert will coordinate various internal teams to accelerate service restoration while maintaining clear and timely communication with customer executives.

Role Context

The EMEA Market Area Networks organization is focused on driving thought leadership and delivering value in a dynamic environment. With almost 4,000 professionals, the team is dedicated to shaping the region’s digital future through operational excellence and customer focus. This role is pivotal in delivering support across customers in the Market Area and contributing to the competence upscaling of the Support & Repair team, with capabilities spanning multiple subdomains, Cloud-Native technologies, and cloud infrastructure, anchored by technical authority in UDM and Communication Services domains.

Key Responsibilities

Command recovery teams during critical incidents, major escalations, and network crises.
Lead and coordinate SMEs, PDUs, and operations teams to drive restoration and ensure clear communication with customer executives.
Act as the main technical interface for operators across UDM, IMS, and Cloud domains.
Facilitate and deliver knowledge transfer sessions and technical workshops to empower regional teams with advanced troubleshooting techniques and IMS/UDM platform insights.
Drive Market Area-wide customer support improvement initiatives and provide technical support and visible leadership in critical cases, escalations, and incidents.
Develop, coach, and mentor other Market Area End to End Support Solution Experts to strengthen and scale technical teams.
Lead and drive support security reviews, major deployments, and emergency restorations.
Deliver internal and customer technical workshops and advisory support to articulate solution value and improvement opportunities.
Engage in technical support investigations for critical cases, escalations, and incidents across EMEA customers when required.
Manage communications towards C-level/Senior management teams, both internally and externally.
Lead and deliver on Root Cause Analysis (RCA) investigations and presentations to customers and internal stakeholders.
Drive and contribute to improvement focus areas in serviceability, supportability, and network resilience.
Participate in 24x7 escalation support rotation.
Collaborate with projects to understand complex solutions for smooth handover into support.
Align with internal delivery teams to ensure smooth service delivery with a business continuity plan.
Prepare an operational/technical readiness plan before Go-Live for a delivery.
Act as the customer support technical authority for all customer support-related discussions and investigations.
Engage with customers onsite to develop relationships with Customer Operations and Network Design Units.

Required Technical Expertise

Deep knowledge of 5G portfolio: Subscriber Data Management CCSM, CCDM (UDM, UDR), CCES – CNOM Ops.
UDC portfolio: HLR-FE, HSS-FE, EIR-FE, CUDB.
Deep knowledge in CS/IMS Core: MSC, MRS, IPSTP, CSCF, AS/MTAS.
Cloud Infrastructure: Cloud Native 5G NSA/SA, CNIS/K8s, ECCD, CEE.
Working knowledge in Management Systems: ENM, EVNFM, ENIQ, and log analytics platforms.
Protocol troubleshooting: MAP, SCCP, SIP, Diameter, and LDAP.
Delivery of Disaster Recovery MOPS and action plans.
Solution-level (surrounding nodes) fault isolation and troubleshooting.
Redeployment of Virtual and Cloud-native Applications.

Qualifications and Experience

5-10 years of relevant experience.
Proven ability to lead technical teams during critical incidents and escalations.
Strong communication skills for engaging with customer executives and internal stakeholders.